Kaiser Permanente - Sunny Benefits
AI Healthcare Rewards Platform
Engagement Platform Design for Member Retention
Kaiser is a white-labeled rewards and benefits experience powered by Sunny, built to help members earn rewards and use health dollars with confidence.
It brings together rewards, eligibility, and omni-channel shopping in one compliant platform, making it easier for Kaiser members to understand what they can buy and complete purchases across online and in-store paths.
key
responsibilities
UX Strategy / UX Audit / Research / UX Design / UI Design / Usability Testing / Design System / Accessibility Standards / Team Management
Project Overview
Sunny provides a white-labeled rewards and benefits platform deployed by health plans like Kaiser. The strategic UX/UI overhaul streamlined the member experience across rewards, eligibility, and omni-channel Shop, while scaling a design system and accessibility standards to support compliant tenant delivery and future AI personalization.
CHALLENGE / SOLUTION
Solution
The solution was a user-centered redesign of Sunny’s core app and Shop, shaped by real member journeys and client requirements. We simplified eligibility into clear steps, mapped online and in-store flows, and built a Figma design system that made delivery consistent across tenants like Kaiser. This gave Sunny a clearer product story, a calmer experience for members, and a stronger base for scaling engagement, loyalty, and AI-driven personalization.
UX Strategy Roadmap
This UX strategy roadmap is how I kept Sunny moving from insight to shipped outcomes without losing alignment. It starts with research, where I combine audits, stakeholder input, and data to define the real problems behind eligibility confusion, Shop drop-off, and tenant inconsistencies. From there, the work moves into UX design, where I map the information architecture, user flows, and journeys, then translate them into wireframes and usability checks that validate the core path before we invest in polish.
Once the structure is right, I guide UI design through prototypes, style direction, and the design system so the Core and Premium experiences stay consistent across tenants like Kaiser. Implementation focuses on clean handoff and QA so what we design ships as intended, including accessibility and compliance requirements. Post-launch, we close the loop with feedback and performance signals, then feed learnings back into the next cycle to keep improving engagement, clarity, and delivery speed.
Design philosophy: simplify complex benefits and eligibility into clear, accessible, and compliant experiences that members can trust and teams can scale.
User Interface Design
The finalized Kaiser interface brings the design system to life, translating structure, clarity, and trust into a cohesive experience that guides members through earning rewards, understanding eligibility, and shopping across channels.
By redesigning the platform around plain-language guidance, consistent patterns, and accessibility-first standards, we reduced confusion and increased confidence at the moment of purchase, strengthening both member trust and Kaiser’s ability to scale a compliant experience.
Achievements
Real-world results from the Kaiser experience powered by Sunny, showing measurable improvements in member clarity, engagement, and delivery efficiency across rewards, eligibility, and Shop.
New account adoption
Shop completion rate
Design-to-delivery speed
Support volume
Testimonials
These testimonials from members and Kaiser stakeholders provide third-party validation that Sunny delivers real value. They build trust in the platform and confirm the impact of the UX improvements on daily shopping, eligibility understanding, and rewards engagement.
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“Shopping feels simpler now. I can tell what’s eligible and I’m not afraid to check out.”
⸺ MEMBER
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“The eligibility messages finally make sense. When something is denied, I know what to do next.”
⸺ MEMBER
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“Shopping feels simpler now. I can tell what’s eligible and I’m not afraid to check out.”
⸺ CLIENT SUPPORT LEAD
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“The eligibility messages finally make sense. When something is denied, I know what to do next.”
⸺ KAISER STAKEHOLDER
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“Accessibility is no longer an afterthought. The standards and audits gave us a repeatable way to ship with confidence.”
⸺ COMPLIANCE LEAD
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“We rolled this out with more confidence because the patterns are consistent and the accessibility requirements are clear. It’s easier to review, approve, and maintain.”
— KAISER PROGRAM OWNER
